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Passenger Experience

A satisfied passenger is vital if an airport wishes its revenues to increase, traffic to grow, and reputation to remain esteemed. This is achieved by providing customers with a high-quality passenger experience.

‘Seamless travel’ is a term frequently being used to describe the optimum passenger experience, meaning a traveller can complete the entire airport journey without experiencing delays, disruption or confusion.

Self-service technology, predictive analysis, artificial intelligence, real-time information and data-sharing are just some of the digital concepts airports around the world are deploying in an attempt to achieve a seamless passenger experience.

International Airport Review, within this core topic, endeavours to provide case studies on how airports from all corners of the world are working on improving their passengers’ experience. This covers both inside the terminal, and initiatives implemented outside of the terminal that focus on ensuring the passengers’ arrival to the airport is as easy as possible.

This is a key theme in the airport industry that must not be overlooked: As passenger expectations evolve, an airport’s response must do so too.

news

Nashville International Airport celebrates Icelandair’s inaugural non-stop flight to Keflavik with festive gate party

11 April 2025 | By Holly Miles

Music, dance, and Icelandic flair highlight the launch of BNA’s newest international route.

news

New shopping and culinary world opens at Nuremberg Airport

11 April 2025 | By Holly Miles

After several months of renovation, the airport's duty-free shopping area has been expanded and now offers passengers a unique experience.

news

Gatwick and Veovo Partner on Predictive Control System

9 April 2025 | By Veovo

London Gatwick and Veovo are partnering to build an AI-powered Integrated Airport Control System to predict disruption and improve airport-wide decisions.

news

Easter travel chaos looms at London Gatwick Airport as workers strike over unpaid pensions and delayed wages

9 April 2025 | By Gabriel Higgins

London Gatwick Airport faces severe Easter weekend disruption as Red Handling staff strike over pensions, late pay, and unsafe shift patterns.

webinar

Creating accessible airports for all

8 April 2025 | By International Airport Review

Join us for this exclusive International Airport Review webinar where we hear from the airports leading the way in inclusive travel experiences.

news

Hong Kong International Airport honours staff excellence with annual customer service awards

3 April 2025 | By Gabriel Higgins

Hong Kong International Airport recognised over 870 staff members at the Customer Service Excellence Programme, celebrating exceptional service and dedication to passengers.

news

Bradley International Airport becomes first US airport to earn Autism Double-Checked certification

3 April 2025 | By Gabriel Higgins

Bradley International Airport has achieved Autism Double-Checked certification, ensuring better support and reduced stress for travellers on the autism spectrum.

news

Press release: Airspace World 2025

2 April 2025 | By Airspace World, CANSO

International Airport Review is a proud media partner of Airspace World, taking place from May 13-15, 2025, at the Feira Internacional de Lisboa in Lisbon, Portugal.

news

Hong Kong International Airport unveils ‘Treasures of Western Waters’ exhibition to promote marine conservation

2 April 2025 | By Gabriel Higgins

The exhibition at Hong Kong International Airport offers an immersive experience on local marine life and conservation, running until 8 June 2025.

news

The future of passenger experience: industry leaders set to discuss airport innovation in Madrid

2 April 2025 | By Gabriel Higgins

Join industry leaders on 9 April 2025 in Madrid for an exclusive briefing on airport innovation and enhancing the passenger experience. Limited complimentary passes available.

article

eReport: Next generation baggage operations for a new era of air travel

1 April 2025 | By International Airport Review

Download this FREE eReport from International Airport Review on next generation baggage operations for the new era of air travel. Explore how cutting-edge technologies are transforming baggage handling and improving operational efficiency in air travel.

video

Destination CLT: Creating an airport “fit for a Queen” with disruptive smart technologies

31 March 2025 | By Holly Miles, Martha Edge

Watch this exclusive interview which took place at Future Travel Experience.

news

Over 140,000 guests to travel through London Luton Airport for Mother’s Day weekend celebrations

28 March 2025 | By Gabriel Higgins

London Luton Airport expects a surge of travellers this Mother’s Day weekend, with many prioritising meaningful family getaways over traditional gifts.

news

Nationwide strike on 31 March disrupts Belgium’s transport with flight cancellations and public transport delays

28 March 2025 | By Gabriel Higgins

A general strike across Belgium will cancel flights at Brussels and Charleroi airports, disrupting public transport and causing widespread travel chaos on 31 March.

news

London Luton Airport showcases commitment to accessible travel with new lounge and CAA visit

27 March 2025 | By Gabriel Higgins

London Luton Airport highlights its dedication to accessible travel with the upcoming Assisted Travel Lounge and a visit from the CAA team.

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Passenger Experience